Terms and Conditions for Man And Van Kew
These terms and conditions set out the basis on which Man And Van Kew provides moving, collection, delivery and related transport services within the UK. By making a booking, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the service, payment arrangements, responsibilities, limitations of liability and legal obligations that apply when using a man and van service. Where a booking is made on behalf of another person or business, the person making the booking confirms that they have authority to accept these terms for all parties involved.
These terms apply to quotations, confirmed bookings, rescheduled jobs and any additional work requested during the service. Any variation must be agreed in writing or recorded by the company before the work begins. If any part of these terms is found to be unenforceable, the remaining parts will continue in full force. Nothing in these terms affects rights that cannot legally be excluded under UK law.
Throughout these terms, references to “we”, “us” and “our” mean the service provider operating under the Man And Van Kew name, and “you” or “the customer” means the person, company or organisation booking the service. The customer is responsible for ensuring that all information supplied is accurate, that access arrangements are suitable, and that goods to be moved are properly described at the time of booking.
Booking process begins when the customer provides details of the job, including pickup and delivery locations, type and volume of items, access conditions, dates, times and any special handling needs. A quotation may be based on the information supplied and may be adjusted if the actual requirements differ from the original description. An estimate does not become a fixed price unless expressly confirmed as such. Acceptance of a quote may be made by phone, email, online form, written message or other agreed method.
Once a booking is accepted, the customer should check all details carefully, including addresses, contact information, parking arrangements, floor levels, lift access and any item restrictions. The customer must inform us promptly of any changes that may affect timing, vehicle size, staffing or price. We may decline a booking if the property, access route or goods create an unacceptable risk, if the job is outside the scope of the service, or if the required vehicle or crew is not available.
A booking is not guaranteed until it has been confirmed by us. Confirmation may be issued verbally or in writing and may include the date, time window, estimated duration, charges and any special conditions. For some jobs, we may request photographs, item lists or additional information before confirmation. The customer agrees that delays caused by incomplete or inaccurate information may affect the service and may result in extra charges or a revised schedule.
Payments are due in accordance with the quotation or invoice issued for the booking. Unless otherwise agreed, payment must be made on completion of the service, or in advance for certain jobs, deposits, long-distance work, waste collection, or where additional risk is involved. We may accept card payment, bank transfer, cash or another method specified at the time of booking. Payment terms may differ for business accounts and must be agreed in advance.
If a deposit is required, it is used to reserve time and vehicle availability. Deposits may be non-refundable where the customer cancels outside the permitted cancellation period or where we have already incurred costs. Any outstanding balance must be paid immediately upon completion unless a different arrangement is agreed in writing. Failure to pay on time may result in suspension of further services, recovery action and liability for reasonable debt collection costs, court fees and interest where permitted by law.
Prices are usually based on time, labour, mileage, load size, waiting time, congestion, parking difficulty, stairs, special handling and any extra services requested. If additional work is required because the job takes longer than expected or because conditions differ from those described, extra charges may apply. Where a quote is subject to hourly billing, the clock may start when the vehicle and crew arrive at the agreed location and may continue until the job is completed, including reasonable loading and unloading time.
Cancellations and rescheduling must be made as early as possible. If the customer cancels after a booking has been confirmed, cancellation charges may apply depending on the notice given and any costs already incurred. For example, if staff, vehicles, permits or third-party services have been arranged, we may recover those costs. Where a deposit has been paid, it may be retained in full or in part as compensation for lost time and administration, subject to applicable consumer law.
If the customer requests a change to the date, time or scope of work, we will try to accommodate the request, but changes are subject to availability and may require a revised price. We reserve the right to cancel or reschedule a booking if there are circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle failure, staff unavailability, unsafe conditions or legal restrictions. In such cases, we will aim to rearrange the service or refund any prepaid amount for work not performed.
Where the customer is not present at the agreed time, or access is not available, we may treat the booking as cancelled or may apply waiting charges. If the job cannot be completed due to the customer’s failure to prepare goods, obtain permissions or provide accurate access information, the service may be chargeable in full or in part. This applies to any man and van service where time and logistical planning are affected by late changes.
Customer responsibilities include ensuring that goods are ready for transport, packed appropriately and safe to handle. The customer must clearly identify fragile, valuable, hazardous or restricted items before the work starts. We are not obliged to move items that are unsafe, illegal, excessively heavy, badly packed or likely to cause injury or damage. The customer must also ensure that parking or stopping arrangements are lawful and that any necessary permissions are obtained.
It is the customer’s responsibility to remove or secure loose parts, disconnect appliances where appropriate, and empty items such as freezers, washing machines, aquariums or cabinets unless we specifically agree to assist. The customer must not include prohibited items in the load, and must inform us if any item contains batteries, liquids, chemicals, medicines, sharp objects or other contents that may be dangerous. Any concealment of such items may lead to refusal of service or immediate termination of the booking.
Liability is limited as far as the law allows. We will take reasonable care while handling goods, but we are not responsible for loss or damage caused by pre-existing defects, inadequate packaging, wear and tear, hidden damage, unstable stacking, inaccurate instructions or items moved at the customer’s request against our advice. The customer should insure valuable goods separately, especially where they are of high worth, irreplaceable, antique, fragile or subject to special conditions of transport.
If we are found liable for loss or damage, our liability will normally be limited to the lesser of the repair cost, replacement value or the amount recoverable under any applicable insurance, unless the law requires otherwise. We are not liable for indirect or consequential losses such as loss of profit, missed appointments, business interruption or emotional distress. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud or any matter that cannot lawfully be excluded under UK law.
Where an item is damaged, the customer must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the issue. Claims should be made before the item is repaired, disposed of or altered, unless this is necessary to prevent further damage. We may inspect the item or request further information. Any claim may be reduced or rejected if the customer failed to disclose relevant information or if the damage arose from inherent weakness or poor preparation.
We are not responsible for delays caused by traffic, road closures, weather, border checks, roadworks, customer delays or events beyond our control. Time windows are estimates unless expressly guaranteed in writing. If a delay occurs, we will use reasonable efforts to complete the service as soon as possible, but no compensation will be payable unless required by law. This applies to the broader Man And Van Kew service where logistics can be affected by external conditions.
Waste regulations apply to any removal, disposal or disposal-related transport service. The customer must not place controlled waste, hazardous waste, electrical items, chemicals, asbestos, clinical waste, gas cylinders, oils, paints or other regulated materials in the load unless this has been agreed in advance and we are legally able to handle it. We operate in accordance with UK waste legislation and may require the customer to declare the nature of the waste before collection.
Where we accept waste for transport or disposal, the customer confirms that they are legally entitled to transfer it and that it is correctly described. We may request evidence of the source, ownership or nature of the waste if required for compliance. Waste must not contain prohibited substances, and the customer must separate any items that need special treatment. Failure to declare regulated waste may lead to refusal, additional charges or reporting where required by law.
We may provide waste transfer documentation or records where applicable. The customer agrees to cooperate with any reasonable compliance requirement, including confirmation of item types and quantities. If the customer asks us to remove items that require a special permit, licence or specialist carrier, we may refuse the job or arrange a lawful alternative at additional cost. A man and van booking does not automatically include licensed waste handling unless expressly stated.
Access, health and safety are central to safe operation. The customer must ensure that the premises and route are reasonably safe for loading and unloading. Floors, stairs, paths and parking areas should be clear of obstacles where possible. We may refuse to carry items that appear unsafe to move or where the risk of damage, injury or property harm is too high. Our crew may stop work if conditions become unsafe.
We are entitled to make reasonable decisions on-site to protect people, property and vehicles. If weather, lighting, flooring, access or building conditions create a risk, we may change the method of work, request assistance or suspend the job. The customer accepts that any delay caused by safety concerns may be chargeable where the issue arises from the property or the customer’s preparation. We may also refuse to handle animals, perishable goods or live plants unless agreed beforehand.
The customer must ensure that children, pets and bystanders are kept clear of the work area. We are not responsible for accidents caused by interference, distraction or unsafe third-party behaviour. Where lifting equipment, trolleys or tools are used, the customer must not interfere with them. Any instruction that conflicts with health and safety guidance may be ignored by our staff.
Complaints and disputes should be raised promptly so that issues can be reviewed and, where possible, resolved quickly. The customer must provide a clear description of the concern, relevant dates, supporting evidence and the outcome requested. We will examine the facts in good faith and may ask for further information. Where appropriate, we may offer repair, replacement, partial refund or another reasonable remedy in line with our obligations and the circumstances of the job.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the quotation, the booking or the service will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If the customer resides in Scotland or Northern Ireland, any rights that cannot lawfully be excluded or limited under the applicable local law remain unaffected.
General provisions apply to all bookings. No waiver of any term will be effective unless made in writing. The customer may not transfer rights or obligations under the booking without our consent. We may subcontract part of the service if needed, while remaining responsible for the overall performance of the booking subject to these terms. Any headings are for convenience only and do not affect interpretation. These terms form the full agreement between the parties for the relevant service unless a separate written contract states otherwise.